Facility management: How a virtual model enabled a breakthrough for a high‐tech company

In 1999, Hewlett‐Packard Company (HP) began the reinvention of the entire company to provide an infrastructure which would respond to the demands of an ever‐changing industry. This paper presents an indepth case study of the successful partnership between HP’s US Field Sales Office Facility Maintenance support team and Trammell Crow Corporate Services. The initial goal was to achieve a more efficient method of managing facility operations and maintenance. HP created the programme focus, touch points, processes and strategies. What happened was a complete reinvention of the methods that HP uses to accomplish facility support. While traditional maintenance models will always have their place in industry, this case study provides evidence that there are incredible benefits available for those industries that have the courage to change in radical ways.